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Refund Policy

At The Candle House, we strive to provide you with high quality products hand-made with care from premium materials! If for any reason you are not completely satisfied with your purchase, we offer a straightforward refund policy to ensure your peace of mind.

The best way to avoid having to make a return is to find the products that are best for you, which can be hard to do when candle shopping online. If you have any questions about scents or any of our products, please reach out to us at candlehousegretna@gmail.com before ordering. You're also welcome to stop in to smell our scent selection before making a purchase online or in-store!

The following products are not eligible for return or refund:

Gift cards purchased online or in-store

Customized candles or wax melts

Products purchased more than 30 days prior to issuing a refund/return

Used products (e.g., candles that have been lit) unless there is clearly a wick issue or product defect 

How to issue a refund or return

  1. Send an email to candlehousegretna@gmail.com  including your name, order number, reason for return, and whether you'd like us to refund or exchange. This email must be sent within 30 days of your order.

  2. Wait for a response from our Candle Team to confirm your return and outline next steps!

  3. After you have the go-ahead to send in your return, package and ship your item(s) to The Candle House at 112 N McKenna Ave, Gretna, NE 68028. Customers are responsible for shipping costs and ensuring that their item makes it back to our store. You're also welcome to bring your return item(s) in to either of our locations yourself!

  4. Wait for our Candle Team to reach out to you confirming that we received the product and have issued the refund or sent your replacement order.

Exchanges

We only issue exchanges if your purchase arrives broken or damaged. If you're unsure whether an exchange is the best solution for you, please reach out to us! We're willing to exchange an item for any item of the same size/price (e.g., 14-oz. candle for any other 14-oz. candle, wax melts for any other wax melts, etc.). Custom scent orders are not eligible for exchanges.

Quality Assurance

At The Candle House, we take pride in our natural 100% soy wax products, and we want you to enjoy them as much as we do! However, every nose is different, smells are generally subjective, and we can't guarantee that you'll love a scent that you order online without testing. Please use the product names, descriptions, and photos to get a feel for whether a product is what you're looking for. When in doubt, don't hesitate to reach out to our Candle Team for more info or recommendations!

Because our products are made from pure soy wax, with no paraffin at all, there are sometimes impurities in the wax as it cools and hardens. The occasional bubble or crater is completely natural and does not affect the scent quality or evenness of the burn - so no need to worry!

Reach out to us with questions,
concerns, or feedback!

We'd love to hear from you.
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